Regional Operations Manager, Premium Support

This is a fully remote position, open to applicants in Canada.

📋 Description

• Supervise operational settings for customer service teams to ensure exceptional community support.

• Address complex, sensitive, and urgent matters, including escalated cases and consultations.

• Mentor direct reports and devise strategies for performance development.

• Establish best practices for case handling and ensure adherence to documented procedures.

• Ensure adequate staffing, onboarding, and continuous training.

• Collaborate with Capacity Planning and Workforce Planning on headcount, coverage, contingency plans, and staffing requirements.

• Propel team manager, regional, and service-level performance.

• Define quarterly vision and focus, communicating it through all-hands meetings.

• Provide oversight on service performance and reporting to the Delivery Director.

• Own the comprehensive people strategy, encompassing hiring, onboarding, talent development, engagement, wellness, and morale.

• Facilitate professional development through feedback, one-on-one meetings, coaching, and growth opportunities.

• Manage time-off requests, meetings, and Talent-related matters.

• Uphold standards of openness, transparency, accountability, diversity, belonging, ethics, and compliance.

• Guide teams through strategic transformations and company initiatives.

• Support improvements in Delivery performance and operational projects.

• Assess procedures, gather team feedback, and enhance processes for the team, service, and global community.

⛳️ Requirements

• 8+ years of progressive experience in customer service or operations.

• 5 years in a position directly managing staff and overseeing the employee lifecycle, preferably managing other managers.

• Proven experience in enhancing team performance as a manager.

• Competence in resource deployment during real-time crisis situations.

• Experience in handling high-severity and high-sensitivity cases.

• Authority to make decisions regarding losses.

• Proficient in data analysis and reporting to identify performance trends.

• Experience in developing and implementing performance management standards.

• Ability to translate broad goals and strategies into specific team actions.

• Experience in setting operational or functional targets and performance objectives.

• Willingness to work on weekends, holidays, and on-call shifts.

• Outstanding leadership and team management capabilities.

• Proficient in managing conflict, feedback, and employee/Talent issues.

• Strong communication skills for stakeholder collaboration and sensitive situations.

• Excellent organizational, multitasking, resourcefulness, attention to detail, and follow-through.

• In-depth knowledge of customer service operations and processes.

• Strategic thinking and problem-solving skills.

• Ability to lead teams through organizational changes.

• Exceptional coaching abilities and high emotional intelligence.

• Commitment to cultural competency and diversity and inclusion.

• Proficient with data analysis and reporting tools, including Tableau, SQL, Excel, and Google Sheets.

• Must reside in a province where Airbnb Canada, Inc. has a registered entity; currently eligible provinces include Alberta, Ontario, British Columbia, Quebec, and Saskatchewan.

🏝️ Benefits

• Eligibility for bonuses.

• Opportunity for equity participation.

• Comprehensive benefits package.

• Employee Travel Credits.

• Eligibility for remote work.

• Occasional office work or attendance at offsite events, as agreed with the manager.

• Disability-inclusive application and interview process.

• Reasonable accommodations during the recruitment process.